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There are three scenarios supported by the PDS/IVR Integration solution. In all three, the Dialer first makes a call to a customer on the calling list. After that, one of these three general call flows occurs:
The following examples illustrate each of the three scenarios.
Example 1: Blood Bank ABC uses Virtual Agent to call customers that have a particular blood type for which there is an urgent need. The PDS places the outbound call and uses the Avaya IR to request customers come in and donate blood at their earliest convenience.
Example 2: Car Dealer ABC uses Virtual Agent to have customers take a satisfaction survey after purchasing a new car. The PDS places the outbound call and passes the call to a live agent on the Dialer. The agent congratulates them on their purchase and asks them to take a survey on their experience. If they agree, the agent transfers the call to the Avaya IR to use Virtual Agent for conducting the survey.
Example 3: Bank ABC uses Virtual Agent to contact customers who are slightly past due in paying their low balance accounts. The PDS places the outbound call and uses the IVR system to first verify their identity. Once verified, customers listen to the account balance information and then have the options to enter checking account information for automatic payment or to speak to an agent about payment arrangements.
